Photo: chrisdorney (Shutterstock)
If you had StubHub tickets canceled early in the pandemic, you’re now entitled to a full refund. Although the company had abruptly adopted a credit-only refund policy at the height of the pandemic, now, as the result of a settlement, they must pay you back promptly—and not change its refund policies without your consent.
Putting the money back in StubHub’s money-back guarantee
Back in March 2020, StubHub abruptly announced that it would no longer refund consumers for events canceled as a result of the pandemic. Instead, they announced a new policy that offered a 120% credit for canceled events. However, that violated its own “FanProtect Guarantee” refund policy that promised full refunds for the ticket price and fees paid for tickets if their events were canceled.
As a result, the attorney generals for 10 states and the District of Columbia jointly filed a lawsuit on behalf of customers who were unable to claim refunds. Shortly after, in May, StubHub announced that it would honor refunds, although it’s not clear how many customers were notified or received a payout. Either way, the settlement ensures that customers in the U.S. or Canada who were denied refunds for tickets purchased on or before March 25, 2020, should receive a refund within 60 days, once it’s requested. As part of the settlement, the company can’t change its refund policies for purchased tickets unless a customer gives their consent.
It’s worth mentioning that this is strictly a retroactive refund. Going forward, StubHub’s refund policy remains a 120% credit if an event is canceled and not rescheduled.
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I’m eligible. How do I get a refund?
Customers should receive an email from StubHub confirming they’re eligible. (If you don’t receive one, you can confirm by contacting the company at 866-788-2482.)
According to Money.com, a new “request cash refund” button is available in the StubHub Wallet of your online or in-app account. To get your refund, look for the “profile tab” when you log in, select “My Hub,” then toggle “Stubhub Wallet” on the left side of the page, and you’ll see a “cash refund” option next to your credit.
